Contact Tread & Tassel

We’re here to help with product questions, order updates, returns, and more. Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM Mountain Time (America/Denver). Messages received outside these hours are queued and answered on the next business day in the order they were received. An automatic acknowledgment confirms we’ve got your message and routes it to the right department.

Store Information

Tread & Tassel is operated by Sagebrush Home Retail Group LLC, an independent limited liability company that acts as the merchant of record for this storefront. Sagebrush Home Retail Group LLC is responsible for day-to-day operations, including order processing, customer support, payment management, and compliance.

For general questions, email us at support@treadandtassel.shop. We’ll reply within 2 business hours during our service window, or by the next business morning if received outside those hours.

How to Reach the Right Team

To help us respond quickly, please include your order number or confirmation email address, a short description of your question or issue, and any relevant product name or model number. If your question is about a product’s fit or specifications, include the product link and room measurements if possible.

Pre-Sales Support

Before you buy, our pre-sales specialists can help you with product details, sizing, and brand comparisons.

Email: presales@treadandtassel.shop

• Responsibilities: Answer questions about dimensions, materials, care, and assembly; help with sizing for rugs, mats, and lighting; explain differences between brands and models; clarify store policies before purchase.
• First response time: Within 4 business hours during the service window.
• What to include: Product link or name, your question or intended use, and room measurements or fixture details if relevant.
• Handling process: A specialist reviews the listing and manufacturer documentation, checks with the buying team for additional technical details if needed, and sends an answer with direct references to the product listing.
• Escalation: Warranty or policy questions are sent to after-sales or quality assurance within 1 business day.

After-Sales Support

For order changes, returns, refunds, or billing questions, our after-sales team is ready to help.

Email: aftersales@treadandtassel.shop

• Responsibilities: Process order changes, cancellations, and address corrections before shipment; handle return requests and refund status; resolve billing discrepancies; coordinate replacement orders for damaged or incorrect items.
• First response time: Within 2 business hours during the service window.
• What to include: Order number and the email address used at checkout; description of the change or issue; for returns, indicate whether the item has been used or opened.
• Handling process: The team locates your order and confirms its status, issues a prepaid return label for eligible returns and explains the steps, and shares refund timing based on your payment method.
• Escalation: Policy disputes or unusual cases go to quality assurance or legal/privacy within 1 business day.

Quality Assurance

If you have a product quality or authenticity concern, our quality assurance team investigates thoroughly.

Email: quality@treadandtassel.shop

• Responsibilities: Investigate product quality complaints and authenticity concerns; coordinate with suppliers on defect verification and replacement parts; provide inspection guidance for newly received items; review returned items for recurring problems.
• First response time: Within 4 business hours during the service window.
• What to include: Order number, photos of the concern, product name/model number/brand from the listing, and whether the item has been used, cleaned, or altered.
• Handling process: The team logs the claim, reviews evidence, and contacts the supplier if needed to verify production batch or markings. A resolution recommendation is then provided to after-sales for action.
• Escalation: Safety or authenticity issues that need management review are escalated within 1 business day.

Legal and Privacy

For privacy requests, legal notices, or questions about terms, contact our legal and privacy team.

Email: legal@treadandtassel.shop

• Responsibilities: Respond to privacy requests (data access, deletion, correction); handle legal notices and policy questions; review disputes relating to terms of service; manage opt-out requests for marketing communications.
• First response time: Within one business day during the service window.
• What to include: A clear description of your request or notice, your contact email address, and any relevant reference numbers if you already have a support case.
• Handling process: The team verifies your identity before fulfilling data requests, acknowledges legal notices, and routes them for review. Privacy requests are handled in line with applicable law and our privacy practices.
• Escalation: Requests that require legal counsel are escalated within 2 business days.

Shipping Support

For tracking, delivery issues, or address changes after shipment, our shipping support team will investigate.

Email: shipping@treadandtassel.shop

• Responsibilities: Provide tracking information and delivery updates; investigate missing, delayed, or misdelivered packages; handle address changes and delivery instructions after shipment; coordinate with carriers for delivery exception claims.
• First response time: Within 2 business hours during the service window.
• What to include: Order number or tracking number, a description of the delivery issue, and any delivery instructions or safe place notes.
• Handling process: The team checks the carrier’s latest scan and sends an expected delivery date. For delayed packages, they open a carrier case and provide a timeline. For lost or damaged packages, they collect evidence and coordinate resolution with after-sales.
• Escalation: Packages that need a refund or replacement are escalated to after-sales within 1 business day.

Our Commitment

Tread & Tassel is an independent retailer focused on providing clear support before and after your order. We’re dedicated to making sure your experience with our curated selection of rugs, mats, and lighting is a positive one. Need help? Reach out through the right channel above and we’ll take it from there.